Response
Training
Programs

Part I

Language: Words or Phrases that Incite

"Coward" "Thief" "Savage" "Infidel"

Couple an inflammatory word with a sneer or sideways look and

tempers will rise. Yes, one word can start a war.

Knowledgeable interveners avoid using mean spirited remarks, such

as, "Shut up", "Get a grip" or "Here comes trouble."

The Response Model teaches practitioners to take an in depth look at the use of words and/or phrases that on the surface appear benign, but are actually incendiary. This edition of Response eNews takes a look at an example of one such widely used phrase. "Calm Down"

Ever hear someone say "Calm down" to a student or consumer at your worksite? Ever use this phrase? Interveners, it is assumed, use this term to direct a person who is agitated towards a more controlled state of mind. Unfortunately, it can have the reverse affect and actually incite the person to further if not greater agitation.

Certainly, a person who we believe needs to be told to "Calm down" is either doing something physically animated like failing their arms, raising their voice or stomping their feet, otherwise why would we want to tell them to "Calm down?"

The message though is unclear to the receiver,

Calm down what?

The resulting impact can leave the receiver feeling frustrated and unsuccessful as they struggle with what to do next.

Calm down what?
My voice? My actions? My thoughts?

When intervening to redirect a person towards a de-escalated and "in control" (meaning able to speak clearly and listen) presence, clarify specifically what the person in crisis can do, by saying for instance,

"I want to hear. Please, speak slowly." "I want to hear. Please, lower you’re voice."

People in crisis always do best when provided with options that they can physically do. Nonviolence modeling is practiced in the words we chose, the stance we take and the respect we give to others.

Response’s crisis intervention seminars help participants learn:
• What to say to a person in crisis.
• How to speak, such as the use of voice tone and inflexion.
And, certainly - what not to say.

For Experiential Training Seminars on
"Understanding the Use of Language"
contact Response Training Programs today.